RCM Operations Supervisor

Stafflink Express; Makati; On-site; PHP 420,000 - 700,000; Full time

Job summary

Stafflink Express in Makati is hiring a skilled RCM Operations Supervisor to lead and coach a team of revenue cycle management professionals in a high-volume BPO setting. You will drive efficiency, ensure SLA adherence, and uphold HIPAA and client data security standards.

You will monitor key metrics such as productivity, quality, and turnaround time, perform regular coaching, and support onboarding and training to sustain continuous improvement across RCM workstreams like billing, collections,

Qualifications

• 2–3 years of BPO experience with hands-on Revenue Cycle Management operations

Responsibilities

• Supervise daily floor operations and conduct daily team huddles across RCM workstreams
• Maintain attendance, real-time schedule adherence, and queue monitoring
• Provide leadership on the floor to resolve escalations and complex processing issues promptly
• Track and evaluate team performance on Productivity, QA, SLA compliance, and TAT
• Analyze performance reports with QA and training to identify root causes and gaps
• Implement corrective action plans and coaching strategies for improvement
• Conduct regular 1-on-1 coaching, performance evaluations, and career discussions
• Support onboarding of new RCM specialists through nesting and transition-to-production
• Partner with Training to identify recurring needs and deliver operational refreshers
• Ensure strict HIPAA/data privacy adherence and client security protocols

Skills

RCM leadership

HIPAA compliance

Quality monitoring

Analytical skills

Communication

Stakeholder mgmt

Job description

About the role

The RCM Operations Supervisor is responsible for leading, coaching, and supervising a team of Revenue Cycle Management (RCM) professionals within a high-volume BPO environment. This role ensures operational efficiency, strict adherence to Service Level Agreements (SLAs), compliance with healthcare regulations (HIPAA), and the achievement of key performance indicators (KPIs) such as Quality, Productivity, and Turnaround Time (TAT).

Key responsibilities

• Supervise daily floor operations, conduct daily team huddles, and ensure seamless workflow distribution across RCM workstreams (e.g., billing, collections, claims, denials, or accounts receivable)

• Maintain operational discipline, including attendance management, real-time schedule adherence, and queue monitoring

• Provide active leadership support on the floor to resolve operational escalations and complex processing issues promptly

• Track and evaluate team performance across core BPO metrics: Productivity (Units Per Hour / UPH), Quality Assurance (QA) scores, SLA compliance, and TAT

• Analyze performance reports and error trends in collaboration with Quality Assurance (QA) and training teams to identify root causes and performance gaps

• Implement targeted corrective action plans and coaching strategies to drive continuous improvement

• Conduct regular 1-on-1 coaching sessions, performance evaluations, and career development discussions with frontline associates

• Support newly onboarded RCM specialists through nesting and transition-to-production phases

• Partner with Training to identify recurring training needs and deliver operational refreshers on RCM coding, guidelines, and client-specific processes

• Ensure strict adherence to HIPAA, data privacy policies, and client security protocols

About you

• Minimum 2–3 years of BPO experience with dedicated hands-on experience in Revenue Cycle Management (RCM) operations

• Prior supervisory experience (Team Leader, Operations Supervisor, or Subject Matter Expert) in a BPO environment

• Strong working knowledge of end-to-end RCM processes (Billing, Collections, AR Management, Claims Submission, Denials/Appeals)

• Excellent analytical, problem-solving, communication, and stakeholder management skills

• Maintain accurate documentation of coaching logs, attendance infractions, and performance management records

• Ensure operational readiness for client audits, internal quality calibrations, and compliance reviews